Specialists in Supporting Medical Businesses
We successfully manage thousands of Medical Appointments and Calls every month
We work with the software and processes you use today.
We work within Australian health privacy law, following your policies and procedures
Call Answering and Diary Management plans start from $69 a month, all the way through to options costing a few thousand that include hundreds of calls and appointments every month.
You can find more on our Plans and Pricing page, or tell us about your situation for an exact quote.
(select only the services you need, contact us for custom quote)
Our medical answering service becomes your team. They are trained and highly experienced in managing Australian medical calls. They know the terminology, and they can assist your callers whether they are new patients, existing patients, other medical professionals, you name it.
We manage your diary to your rules, using your software. Existing patients are booked, rescheduled, cancelled. New patients are managed the way you want, capturing the information you need to make your time as productive as possible. We also manage referrals as required: recording, calling, uploading, chasing, you name it.
Billing, invoicing, claims, Medicare, DVA, health funds, payments, chasing things up, correspondence, emails, paperwork, suppliers, you name it. We work to your processes, or you can assign ad hoc tasks when you need. We can work hand in hand with your on-site staff, or manage it all for you.
You get an account manager, backed by an operations manager, and an experienced, trained team. Nothing to train, nothing to supervise, just communicate with your key people - and let us do the rest
The setup meeting is free. The trial is seven days, free. The plan review after your first month is free. If it is not right for you, you will know before it costs you anything.
Trials are limited and set-up is a queue, so if you need cover by a date, tell us the date.
We do this properly, and finding out costs you nothing.
The setup form, or a call if you would rather talk. Who consults where, what gets booked, what gets passed to you, and who on your team we work with.
Thirty minutes with you and whoever runs your front desk. We arrange access to your software, agree the rules, and agree a start date. Logins are never collected through a web form.
We give you a local number and you divert to it, or use our number as your business contact. We brief your IT or telco if needed. Seven days free, then we recommend the plan from real call volumes, and backdate it if we got it wrong. You keep the divert, and you can take your calls back on any day you choose.
Some services answer calls "ABC Message Service", or worse, you get a bill for a 20 minute call with "please call back" as the message. At YPC our Team are trained to be professional receptionists. They find out who is calling, why they are calling, and then make a decision as to what is best for you and the caller, based on your rules.
Every call is answered in your business name. Good morning or good afternoon is set by your location, not ours. The same small team answers your calls, so returning patients and referrers are recognised.
Name, and their business if it matters.
New patient, existing patient, referrer, urgent, general enquiry.
Book it, message it, transfer it, escalate it. Your rules decide.
We work in your diary, in your software, to your rules. Nothing is copied out and nothing runs in a second system, so what you see is live.
Block bookings and session templates set the way you consult. Consulting and theatre lists kept in the one diary.
Existing patients booked, rescheduled and cancelled. New patient slots held or released the way you want. No double bookings.
Cancellations refilled from your waitlist. Confirmations and reminders sent. Gaps chased so they don't stay gaps.
More on how we run diaries at Diary Management.
We take on the administration you give us, to your processes, and report back.
Billing, invoicing and claims. Medicare, DVA and health funds. Payments taken over the phone and chased when they're late.
Correspondence, emails and paperwork. Suppliers dealt with. Ad hoc tasks when you need them.
Hand in hand with your on-site staff, so they keep the face to face work. If there's nobody on site for it, our managed staff take it on.
Every call is untimed. Our plans are per call, not per minute, so you always know exactly what you are paying. No charge for sales calls, wrong numbers or hang-ups.
Calls answered, messages and transfers. Around 55 calls a month.
Around 105 calls and 105 bookings a month.
Around 255 calls and 255 bookings a month.
Every medical business is different, so we build the plan around yours.
A virtual medical receptionist is a virtual assistant who answers your phone, books your appointments and looks after your patients' enquiries without sitting at your front desk. Some people call it a remote medical receptionist or an online medical receptionist. Some search for a medical answering service or a medical virtual assistant. It is the same thing: a trained receptionist, working in your medical software, answering in your name.
At YPC it covers more than the phone. Medical appointment booking in your diary. Medical scheduling across every location you consult from. Clinic receptionist work: patient enquiries, referrals, billing questions. And for doctors who want it, virtual practice management, the admin that keeps your medical business running when nobody is at the desk.
At YPC they are the same team and the same service. A medical virtual assistant, a healthcare virtual assistant, a medical VA and a virtual medical receptionist all answer your phone, work in your software and follow your rules. The difference is only how much you hand over. Call answering is the base. Diary management adds bookings. Admin support adds billing, outbound calls and the administrative assistant work that piles up on whoever is at the desk. Choose the pieces you want, and change them any time.
Doctors, surgeons and specialists are our main medical clients, along with allied health, psychology and NDIS providers. The typical doctor is either setting up for the first time, is unhappy with what they have now, or is scaling back and does not want the fixed cost of full time staff.
Most of our specialists consult from more than one location. If you already have full time reception that copes, you do not need us. If your phone is answered by whoever is at the desk of whichever building you are in that day, you do.
We give you a local number and you divert your phone to it, or you use our number as your business contact. You choose the divert: every call, only the calls your team cannot get to, or only when your line is busy. You can change it at any time.
When a call comes in we see it is for you and answer in your business name with your greeting. We book, message, transfer or escalate according to the rules you gave us at set-up, and you receive a record of every call by email or SMS.
Set-up starts with a form or a phone call, then a meeting with you and your team to go through how your business runs. We arrange access to your software, agree a start date, and the phone starts ringing. It is simple to use and quick to deploy.
Yours. We log into your practice management software and work inside it, so your diary is live and up to date whenever you look at it. We have not found a system yet that we cannot use. Genie, Gentu, Clinic to Cloud, Best Practice, Medical Director, Zedmed, Shexie, Cliniko, Halaxy and Coreplus are all in daily use across our clients, and our team is likely already familiar with the appointment booking software you rely on.
You set up a user for us in your system and give us our own login and email address. Two factor authentication is no issue. Logins are never collected through a web form; they are set up at your set-up meeting.
To your rules, in your software. Block bookings and session templates set the way you consult. New patient slots held or released the way you want them. No double bookings. Cancellations refilled from your waitlist so the gap doesn't stay a gap. Confirmations and reminders sent. Consulting and theatre lists kept in the same diary you already look at. Nothing is copied out and nothing runs in a second system. More on how we run diaries at Diary Management.
Business hours on every plan. After hours and 24/7 coverage are available, including holidays. Contact us for the details of what after hours cover looks like for you.
Referrals reach us however they arrive: fax, email, secure messaging, or the patient bringing it in. We record them, upload them into your software and triage them on your rules, urgent ones to you straight away. We call the patient, follow up if we can't reach them, and alert you when they call back, so nobody is chasing anybody. Missing details are chased with the referrer. When a referring doctor calls, they get your staff. Everything is reported back to you.
Yes. We look after your billing and we answer your patients' billing questions, including fees, gap payments, Medicare rebates and health fund queries. Consulting and theatre billing can both be included. Tell us how you bill today and we will tell you how we would take it on.
Yes, and it is one of the main reasons specialists come to us. One phone number and one small team covers every location you consult from, so your patients and referrers get the same answer whichever day they ring. Several doctors sharing one team is normal for us, each with their own rules, their own greeting and their own diary.
Yes. Appointment confirmations, reschedules, recalls, results follow ups and filling gaps in your diary, made on your behalf and reported back to you. Outbound calls are an add on to any plan.
Your patient information stays in your system. We work inside your software rather than copying anything out of it, and every person on your account is trained on privacy on day one. There are no clinical conversations; those are redirected to you. Our telecoms platform is secure, privacy compliant and hosted on Google infrastructure in Australia. We work within Australian health privacy law and your own policies, and we will sign your confidentiality agreement.
There are no lock-in contracts. You can change plans at any time, and there are discounts for clients who commit, up to two months free every year. Set-up fees, where they apply, are agreed with you before we start. Temporary cover for leave carries a set-up fee, because the set-up work is the same whether we cover you for a week or a year.
Your calls are answered by our Australian Team on our Premium and Essential plans. We also run our own Manila Team on our Value plans and for managed administration work, on the same documented processes as the Australian Team. You will know exactly who is on your account before we start, and you can choose.
No. Some doctors have a practice manager or a meet and greet person who takes payments on the day, and we work alongside them. Some have nobody at the desk. Either works. If you do have someone on site, we free them up for the patient in front of them instead of the phone.
The free trial is for suitable clients, and we set you up properly before the phone rings. You complete the setup form, we review it, and diary clients meet with us for thirty minutes to go through how your business runs. Then we issue your number and the seven day trial starts. At the end of the trial we recommend the right plan based on real call volumes, and we can review and backdate after your first month if we got it wrong.
If we ever make a mistake, yes they do happen, our team is human after all, tell us and we fix it for free.
Usually. A full time receptionist costs salary, super, leave, sick days, training and cover when they are away, whether the phone rings or not. Our Call Answering and Diary Management plans start from 69.00 per month, and you pay for the calls and bookings you use.
Yes. Every call is answered with the Three W's: who is calling, why they are calling, and what we will do about it. Patients are booked, messaged or transferred to your rules. Referrers and other doctors get your staff. Reps, pharmacies, insurers and telemarketers are handled the way you tell us to, and sales calls never reach you. Urgent calls follow the protocol you set at set up.
Same day if it has to be. Typically a few days of back and forth, depending on how quickly the details come together on your side. The sooner you tell us, the sooner you are in the queue.
Per call, not per minute, so you always know what you are paying. Call Answering and Diary Management plans start from 69.00 per month. Diary Management can be added to any Call Answering plan, and Admin Support on top of that. No lock-in contracts, and up to two months free a year for clients who commit. Full prices are on the Pricing page.
Yes. Dentists, physiotherapists, psychologists, occupational therapists, osteopaths and a wide range of allied health providers across Australia, alongside doctors and specialists. Allied health has its own page: Virtual Receptionist for Allied Health.